Are You Accountable?
It has been a crazy couple weeks, so I haven’t had as much time as usual to write. However, I have had a couple very positive experiences lately that I thought were worth sharing. Both to do with accountability.
The first was with the Sony Store. Recently I purchased a Digital Voice Recorder and a package of rechargeable batteries for the recorder so I could re-charge the unit overnight (rather than replacing traditional batteries). However, after 3 months — well past any warranty, but also well before the advertised life of these batteries — I found the charge didn’t last 24 hours even when not being used.
I dropped by the store and asked the Manager whether I was possibly using them incorrectly and he immediately replaced the batteries. It was a “Woo-Hoo” moment of truth.
The second example is a past victim — my local Boston Pizza. So I am particularly pleased to share this experience.
Recently my wife and I dropped by for a salad and pizza. The salad seemed to take a long time arriving, but before it arrived the on-duty manager dropped by the table to apologize for the delay and provide a $5.00 coupon against a future $25.00 purchase. Suddenly, what was a minor inconvenience became a “Woo-Hoo”.
My Perspective: Too often when dealing with a minor inconveniences, we simply apologize and move on — which is fine. But a little extra effort can turn these into increased loyalty.
We all know that a strong recovery can build loyalty faster that just delivering against expectations. So when you have the chance — take the opportunity to turn that recovery into a “Woo-Hoo”.
Why not brainstorm with your team for some great ways to turn minor inconveniences into “Woo-Hoo’s”? Look for quick, inexpensive responses that let your customer know you appreciate their inconvenience and value their time. It will work wonders on their loyalty.
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